Why aren’t loyalty emails sending?

Introduction

If customers aren’t receiving loyalty-related emails — like points balance updates, tier upgrades, or reward reminders — the issue is usually with email configuration, syncing, or segment setup. This guide covers the most common reasons loyalty emails aren’t sending and how to fix them.

1. Klaviyo isn’t connected to Roadmap

For loyalty emails to send, Roadmap must be connected to your Klaviyo account.

To check:

• Go to Roadmap → Integrations → Klaviyo.
• Confirm your Klaviyo account is connected.
• Ensure syncing is enabled for loyalty fields like:
  • roadmappointsbalance
  • roadmaptiername
  • roadmapreferralstatus

👉 If not connected, no loyalty data can be used in flows or campaigns.

2. You haven’t created a loyalty email flow or campaign yet

Roadmap does not send standalone loyalty emails by default — you must create email flows in Klaviyo that use Roadmap’s loyalty data.

What to do:

• Go to Klaviyo → Flows.
• Create or edit a flow (e.g. “Points Balance Reminder”).
• Use Roadmap’s synced fields to trigger or personalize the email:
  • Trigger: “Points balance over 500”
  • Message: “You’ve earned 600 points! Redeem now for $5 off.”

👉 Tip: You can also create tier upgrade flows, redemption reminders, or referral nudges using loyalty data.

3. The flow is live, but contacts aren’t entering it

If your loyalty email flow is live but nobody is receiving messages, it may be due to segmentation or trigger logic.

Check:

• Is the trigger too strict? (e.g. “Exactly 1,000 points” instead of “500+ points”)
• Are conditions excluding your actual customers?
• Are you using the correct properties (from Roadmap, not Shopify)?

👉 Fix by using broader filters (e.g. “Has roadmap_points_balance greater than 0”).

4. Customers unsubscribed or were suppressed

Klaviyo won’t send emails to:

• Unsubscribed customers
• Suppressed profiles (due to bounces or manual suppression)

To check:

• Open a customer profile in Klaviyo.
• Check email status and activity feed for delivery errors.

5. You’re using Shopify Email or other tools instead of Klaviyo

If you’re using Shopify Email, Roadmap data won’t be available — loyalty emails require Klaviyo to sync and send.

👉 Loyalty-related flows must be built and sent in Klaviyo.

FAQs

Does Roadmap send any emails on its own?

 No — Roadmap pushes data to Klaviyo. You create the actual emails in Klaviyo.

Can I send SMS loyalty reminders with Klaviyo?

 Yes — loyalty data works in both Klaviyo email and SMS campaigns.

How often is loyalty data synced?

 In near real-time — most events (earning, redemption, tier changes) sync within minutes.

Summary

If loyalty emails aren’t sending:

• ✅ Connect Klaviyo to Roadmap.
• ✅ Create loyalty email flows using synced data.
• ✅ Review your flow filters and triggers.
• ✅ Check if the customer is suppressed or unsubscribed.

Still stuck? [Contact support →] and we’ll help you review your Klaviyo setup.